Unobtrusive Evaluation of Reference Service and Individual Responsibility

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Unobtrusive Evaluation of Reference Service and Individual Responsibility The Canadian Experience

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Juris Dilevko

ISBN: 1-56750-507-4

ISBN-13: 978-1-56750-507-8

DOI:

240 pages

Praeger Publishers

Publication: 9/30/2000

List Price: $34.95 (UK Sterling Price: £24.95)

Availability: In Stock

Media Type: Paperback

Also Available: Hardcover

Trim Size: 6 1/8 x 9 1/4

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Description: Many reference librarians have been highly critical about unobtrusive evaluation studies. But can their opposition be justified? Or is it just a way to detract attention from serious shortcomings in reference service? How can government documents reference service, and reference service in general, be improved? Do librarians have enough general and subject-specific knowledge to provide informed and intelligent answers to reference questions? Would any business or non-profit organization be satisfied with the traditional 55 percent efficiency rate in reference service revealed by unobtrusive evaluation studies?

Long a controversial topic in the specialized world of reference librarianship, unobtrusive evaluation is nevertheless a useful tool in gauging the degree to which reference librarians are effectively performing their jobs. Based on a nationwide study of government documents reference service in Canada, this book examines the broad philosophical implications of negative attitudes to unobtrusive evaluation studies within libraries. It also discusses what really happens when librarians make referrals to external sources. Drawing on the insights of such library educators as Margaret Hutchins, S. R. Ranganathan, and James Wyer, it also suggests overlooked ways that may help reference librarians deliver better reference service. Finally, it argues that such proposals as certification and recertification of reference librarians need to be seriously considered if librarians do not willingly take personal responsibility for improving their own knowledge levels.

Table of Contents:

Figures
Tables
Preface
Acknowledgments
Reference Service Evaluation and Assessment
Government Documents Reference Service in Canada
What the Proxies Said About the Service They Received
Difficulty of Individual Questions
What Happens When Libraries Make Referrals?
Newspapers and the Reference Desk
Conclusion and Recommendations
References
Author Index
Subject Index

About the Author: JURIS DILEVKO is a member of the Faculty of Information Studies at the University of Toronto./e


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